Backorder
k8te
Enthusiast - Level 1

I ordered a new iPhone 12 pro on October 29. I got a message that it was backordered and expected to ship November 25, which was fine. However, Nov 25 came and went and no shipment. I got a notification that the ship date was now today, December 11. I have not received any update on the shipment. I get that the new phones are popular and its near the holidays, but I ordered this over a month ago and it is honestly just getting ridiculous at this point. 

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19 Replies
darcelyn
Enthusiast - Level 1

I am experiencing the exact same thing. I've even tried cancelling, figuring I would just order the 12 Pro Max instead, and I can't even cancel my order. This is some real garbage, as my fiance got his 12 Pro right away - and we ordered the day they came out. I've been waiting since then, and got the same email that the updated ship date was Dec 11. Where is my phone??

vzw_customer_support
Customer Service Rep

Oh, no! This is definitely not the type of experience we want for you. We want to ensure you get your new device as soon as possible. We'd like to continue working with you to find the status of your order. Please check your Private notes for further assistance. - ChristianP_VZW

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k8te
Enthusiast - Level 1

Thank you, but I don't see anything in my private notes?

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vzw_customer_support
Customer Service Rep

It is imperative that we get you current information, k8te. Some of our messages have crossed each other, so we want to be sure we are all on the same page here. When we send a Private Note, it may also show up as an email. Please check for the Private Note there, and let us know if you received it.

 

GeorgeS_VZW

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vzw_customer_support
Customer Service Rep

As a valued customer, we certainly want to ensure that you've been kept updated on the status of your order and we're here to help. After reviewing the feedback you've provided here about your equipment ordering experience, I apologize for your inconvenience. Let's work together to get this resolved. Verizon takes protecting our customer’s personal and account information very seriously. Since we will need account-specific details from you, we’ve sent you  a Private Message on this topic:

 

http://spr.ly/6608HPHL4

 

RobertC_VZW

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vzw_customer_support
Customer Service Rep

Hello, k8te

 

After reviewing your post (Re: Backorder), let’s continue working together. To best accomplish this, we'll need your help to verify your account information so that our team can access it. This secure Private Message is a communication between only you and our Social Media team. However, if you don't feel comfortable providing your account information to us here, please reach out to us through any of the other channels found at  

 

http://spr.ly/6605HPH0V

 

- RobertC_VZW

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jaysabic
Newbie

I am experiencing the same problem but it is now may 2021. Ordered 2 s21+ phones on the 17th. Was told we would have phones by the 19th. On the 19th called back and after what seems like an eternity on hold (probably 45 mins.) was told they didn't know why they haven't shipped but we could expect the tracking number emailed in a day or so. May 20th called and was told the phones are backordered but we will have them by the 25th. Now I am not the brightest bulb in the string but it is now the 22nd and no email or tracking #. Apparently your shipping dept. is not available on weekends. Unless you are shipping next day air the 25th seems optimistic. Please let me know when we might see our phones. I feel as if I have been lied to. Thanks

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jaysabic
Newbie

PS. Your "chat" team member from last night was of NO help

#upset #no tracking #ship date non existent #when?

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vzw_customer_support
Customer Service Rep

jaysabic, we understand the concern you have for the delvery of phones that you have ordered. Were you given a order number and location code for your order? Have there been any updates?

 

-Joshua

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Also dealing with this in June now for an A24. Once again, I ordered at the start of the month knowing it was on backorder, but was told it would ship June 22. It's now June 24 and there has been no updates or communication on where the device is. All my order status says is that it's estimated to ship June 22. I'm getting billed for this device tomorrow and frankly, without any order updates I don't know why I'm being charged.

Chat support was unhelpful and I can't call customer support. This was a replacement device for a phone whose battery is swelling and is a hazard. Hoping that the support team will reach out and correct the situation with me.

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vzw_customer_support
Customer Service Rep

I apologize for any delay in getting your replacement device, cunningcorvid. I want to help as much as possible with getting your device as quickly as possible and backorders need time to process when the inventory becomes available from the manufacturer. How did you place the order for your replacement device? Did you get a confirmation email with a tracking number so you can that delivery status? Please double check your email and see if any new alerts have been sent to you as it relates to your order. We will be standing by to assist you further and thank you for your patience. 

 

Thanks,

Edwin_W at VZWsupport

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Bowtechboy
Newbie

Same but with a S21 ultra 5G, ordered June 21st and have gotten nothing,  talked with someone Friday thats said they were backorder and was supposed to call me back with info, never heard anything, no email or anything........

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vzw_customer_support
Customer Service Rep

Bowtechboy, when a device is on backorder you're only charged once the order actually ships. Once the order ships you'll receive an email confirmation. Please let us know if you've received any updates going forward.

 

 

AlanS_VZW

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ROBRED50
Newbie

same issue here with note20 ultra 5g

ordered 6/22, said to ship 7/2.    

I'm super excited.  I've check the status everyday with the chat bot.   

now the phone on the main site just says out of stock instead of backordered 

with I get a phone at all?

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vzw_customer_support
Customer Service Rep

We want you to receive your phone as soon as possible, ROBRED50. We'd like to apologize for the confusion this has caused. Have you checked your order status here, http://spr.ly/6602yn7D4? Have you received any emails regarding updates about your shipping? Be sure to check your spam folder as well. 

 

DanielleR_VZW

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cr858
Newbie

I am going through the same issue as with everyone else.  I have already been charged for the service add-on and phone taxes even though the phone has not shipped out.  Phone was expected to ship 7/13 and I had not received any updates.  It would be nice to receive email updates if the backordered phone ship date changes.  Overall this is a horrible experience.   

Order # 4418494

LOC ID: X473901

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vzw_customer_support
Customer Service Rep

Waiting on a new phone to ship/arrive is no fun. I can definitely review this with you, though I can't pull up the order until I access your account. Since posting, have you received any additional communications about your device?

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Graight
Newbie

Come on Verizon, your customer service is the worst, ordered my phone quit a while ago...still no phone, answers, or able to get someone on the phone...on hold for 6 hrs...video taped it...should put it on youtube..absolutely ridiculous 

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kh-gary
Moderator Emeritus

In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to post a new message on the most relevant board. Thanks!

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